Guest Reservations
reviews and complaints

Regarding: Guest Reservations (AKA: CCI*HOTEL RES and getaroom.com)

My dispute arises from the fact that Guest Reservations did not adequately disclose that I was transacting business with Guest Reservations and not Hilton Garden Inn.

At 3:31 on March 1st, I believed that I had made a three-night reservation with the Hilton Garden Inn at Saratoga Springs (Aug 30th – Sep 2nd) for $1,368.69 on the Inn's website. Reservation # R3186739567. I did a search for Hilton Garden Inn Saratoga and clicked on the first URL which was hiltoninnsaratoga.guestreservations.com. The website opened with the Inn’s actual web page which was partially covered by a box for reservation searches. Across the top of the screen, there was also a half-inch banner in light grey which included, “Guest Reservations An independent travel network”. For reference, my computer screen is 9” x 13” or 117 square inches. The entire banner was 6.5 square inches and the identifying language took up 1.25 square inches, slightly more than 1% of the entire screen space. Everything about this page would lead one to believe that this was the Inn’s website except for this very small patch in the upper right hand corner. I would not have entered into this transaction with Guest Services if their business practices has been straight-forward.

Very shortly after making the reservation, I was advised that we already had plans for those dates. I called to cancel the reservation and was told that the reservation had been made through Guest Services and that the penalty would be the entire amount of the charge. I had seen this penalty disclosed on the confirmation, but as a Hilton Honors member, I knew that the cancellation policy for members was more lenient than the published policy for non-members. I received the cancellation (# C3186940637) at 4:35. Several requests for a policy waiver or more reasonable penalty have been denied -- citing Guest Service's and not Hilton Garden Inn's policy.

Guest Reservation's URL is deceptive and the size of the Guest Services' name on its website inadequately comprises slightly more than 1% of the entire web page. I cancelled the reservation for one room in late-August/early-September only one hour and four minutes after making it (per the merchant’s documentation). The Hilton Garden Inn was not even aware of the reservation. Guest Services suffered no loss as a result of this cancellation. This entire experience was caused by the merchant’s deceptive marketing practices and egregious cancellation policy. I request a full credit for this charge with my credit card company.

Thought I was on the Holiday Inn reservation site and somehow ended up on this less than reputable site. They sent me an email and said the reservation was made, which when I called Holiday Inn they had no record. So I looked up rates and despicable site charge me $72.63 more than what would have been Holiday Inns charge. When I called the cancel the reservation they told me it was non refundable... how do companies like this stay in business. Also filing a complaint with the Better Business.

said they had refund policy but put in tiny lettering at bottom of page not easy to see or read about cancellation policies and dates . 225.00 is a lot oof money to lose only to have to go to Dr to be seen to get Documation of why I had to cancel

I used their website https://www.guestreservations.com to book a hotel and my card was denied, so I reentered my card got it was denied again. So I gave up booking through them all together.

I later found out they charged my card 2 times for the same amount!

I called their customer service line [protected] and was told I cannot receive a refund for both charges!I notified them the charges were duplicated and never confirmed by me, this still didn’t make a difference.

This is terrible booking company, please avoid!

Booked a room on 02/22/2022. Total charges were not revealed until confirmation. I thought I was paying 264.00 plus taxes, this horrible company charged me 394.00. Contacted customer service; gave me a one time ten percent refund. When I cancelled, I was told I would be charged the whole amount; I wasn’t told this until after I cancelled. When I asked to reinstate the reservation, I was told that would be impossible. All of this occurred within a two to three hour time span. What’s worse, when making you’re reservation you’re under the impression that making it through the hotel’s website: example - TruHilton.guest reservations - when in reality you’re on Guest Reservation’s website. I believe this misrepresentation and fraudulent!

Feb. 16, 2022, Room confirmation was #R3151649430 at a Travel Lodge, But when we got there it was an Ecno Lodge. 2735 W. Sweetwater Ave., Phoenix, AZ. First quoted $75 but then it ended up $110. The hotel was bug infested, broken doors, not clean to say the least, holes in the bedding, holes in the walls, I would not ever have used the toilet. I have contacted GetaRoom. They are reviewing. I did not stay it was so bad. I have asked for a refund.

Like most of the other bad reviews, I thought I was on the hotels web site, was quoted a price, and once billed it was $60 US more. On top of that, bad weather forced us to change our date of stays. Tried to change the dates and they would not. All they could do is cancel and rebook. And with their non-refundable cancelation policy you just lose your money. Tried to change the dates with the hotel and the referred me back to "Guestreservations" which they in turn sent me back to the hotel. Total rip off. Note that this was not any the hotels doing.

This site was like a "bait and switch"!

I thought I was on the selected hotel's site and when I put in my information, it changed from the hotel's name to this company and put me staying there two (2) nights when I only requested one (1) night! Of course, all of this showed up after entering my credit card information.

Again, I thought I was on my hotel's site...

I called and they said they could not make an easy change to my reservation and the reservation is four-month later! They said sorry, no refund!

If you ever see "Guest Reservations" RUN! Bad business not being able to accommodate and make an easy change in reservation.

Very dissatisfied with this company!

This site is deceptive. No availabilities at all, but it processes payment before letting you know hotel rooms are sold out. This is a scammer tying up thousands of dollars at a time.

Ho selezionato la tariffa di 44€ sul sito di idea hotel Savona- Italia e una volta ricevuta da parte vostra la conferma mi sono accorta che mi è stato addebitato 63€ che considero un furto, mai prima d'ora mi era successa una cosa simile
Sabrina Gramigna

Status CONFIRMED
Conf. # R3064186098
Arrival Thursday, Jan 13, 2022
Departure Friday, Jan 14, 2022

The website showed a different price to the one that showed up after I made the booking.
It then doubled. When I cancelled the booking. The company refused to refund me.
We are in the UK and so is the hotel.
Here the law allows you to cancel and receive a full refund up to 14 days after the purchase.
This company is breaking the law. Being fraudulent and scamming people.

This company is SCAMMING PEOPLE in the way it operates, their website is cloned to look exactly like the official hotel website for whichever hotel you are looking to book and show a very attractive headline rate.
However when you come to make the booking they add on additional charges, in my case 40%, and although you can see this if you look very carefully before making payment it's easy to miss it. I did miss the additional charges and authorised payment with my debit card which would normally require verification but they managed to find a way round this.
In addition the advertised rate included breakfast but when I received my confirmation there was no mention of a free breakfast so I contacted customer support (5 or 6 times now) and despite proving the deal should include breakfast they simply ignore the fact and provide some meaningless response just to close the complaint.

DO NOT DEAL WITH THIS BOOKING AGENCY THEY ARE A BUNCH OF CON ARTISTS.

I had been standing by on flights for 3 days, 12 hours a day in the airport, when I went to rebook the hotel room at Hampton Inn near the airport in St. John's, having been unable to get on once again. I was completely exhausted and stressed out, and thought I was booking on the hotel's website. I went through and saw the fare would be the same as the other nights I had stayed at that hotel. When I saw the charge on my bank account I was floored. $94 in taxes and fees on a $149 hotel room is beyond ridiculous. Had I known this would happen, I most definitely would not have used guestreservations.com, and only did so by error. Not only that, but I couldn't cancel the reservation because it's non-refundable with the site, unlike every reputable reservation site out there, including the hotel's. I'm thoroughly disgusted by this, feeling like I have been taken advantage of 100%.

On Aug 18, 2021, at approximately 7:30 pm CDT I was on the Hilton site to make a reservation at the Hilton Embassy Suites. While on the Hilton site I received a screen pop-up which implied that I could continue making my reservation by clicking on the pop-up. Assuming that it was a companion site to Hilton for entering the reservation, I clicked on the pop-up and was directed to the alternate site and completed the reservation. I received a confirmation email at 7:49 pm. It was for conf. # [protected]. I immediately realized that I had made a mistake on the date of the reservation and went into the site and Cancelled it. I received an email confirming the cancellation at approx 8:12 pm.The wording of this email implied, at least to me, that the cost that had been charged would be credited to my credit card. The charge was for $409.30. After two weeks and no refund had been credited to my credit I started investigating and found out they had a policy of no refunds.

Prepaid for hotel booking Aug 2-Aug 6th for my employee traveling from Florida to Nashville and charged the room on my Discover card. Conf #R2675119707. Our employee arrived 1 day later Aug 3 - due to airline strikes. Hampton Inn was notified of the change in dates. After stay the hotel bill came to $500.00 incl tax and service fees. It has taken me several phone calls, and 1 1/2 hrs online to finally reach a customer service representive who then had to transfer me to another customer service rep, only to be told that there are cancellation fees...I am expecting a credit back on my Discover card in the amount of $435.

I had the same experience as many other people, including a cloned website and the surprise overcharge for "tax recovery and service fees" of $169.52.
The more significant problem is that immediately after I made my reservations, several attempts were made to use my credit card, bank account and Amazon account. Luckily, these institutions caught the intrusions and notified me. Now, in addition to spending more that I anticipated, I had to spend time changing login information for several financial sites. Coincidence? I think NOT.
Since I am usually cautious about online transactions, I am upset that I fell for this scam. It is all well designed to fool the customer into thinking it's authentic and reasonable. Despicable.

Guestreservation.com practice unethical déceptions to say the least. They do not disclose 60% of the price of the room booking fees. They mimic original hotel website, so you do not even know you are on middleman' platform. They limit the time your price I'd valid, making you to rush to the payment, and you see those 60% booking fees only after you click Confirm.
Beware!

Our niece is getting married 9/19/21. The hotel venue, Madison Beach, they chose is totally booked that weekend. The front desk redirected us to Comfort Inn nearby. I used my Chase credit card to book the reservation. R [protected]. They added $130 to the rack rate for things like housekeeping, taxes, and fees. Traditionally, that's part of the hotel's rack rate. You cannot reach a person with this company. There seems to be a little recourse. Let's hope the room is decent.

This company which is the same as Getaroom.com must pays some big bucks to have their company's misleading ads to pop up first on duckduckgo when searching for a specific hotel. I searched for "Red Roof Inn Helen GA" while on the road and the first thing that popped up was "redroofinnhelen.guestreservations.com" which makes it appear to be the actual hotel site. After booking 2 rooms for the night of 10 April we got to the hotel and noticed we'd been charged almost 170.00 for "Tax Recovery Fees" or about 1/3 of the the total what the red roof inn would have charged for the rooms. We spoke with Red Roof Inn manager and corporate and they said that this unfortunately happens a lot and they have tried unsuccessfully to stop this from occurring. This company charges outrageous fees hoping to scam travelers out of their money before no one will notice until it is too late.

Feel cheated and stupid I didn't notice ridiculously high service charge amounting to 78% on top of the headline quoted cost which is completely unjustified. Looking again I see total and charge is in small at the bottom but on the phone have to scroll down to see it so have no legal comeback I realize but still feel there is a deliberate intention to mislead.
I also felt there was stonewalling can't do anything "buyer beware" attitude from customer service agent I rang immediately after making the order
Hotels.com taxes/service charges for same booking arejust 324bt for same stay CW 1398bt I was charged by guestreservations.com. This means total for the same room is $71.94 with Hotels.com
A ridiculous difference from the $106 I was charged!
The site came up near the top with Google searching the hotel name I went there because I thought it was an official site as address has hotel name straight after the www.
ie.
Ad·thetarntawanbangkok.guestreservations.com/

They were given the chance to make things right considering I rang up immediately after my order but just got unsympathetic ear which wound me up more!
Kind Regards
Andy Dunfield-Prayero [protected]@yahoo.com